Swiss Re’s merge of 3 ticketing tools -...
Transcript of Swiss Re’s merge of 3 ticketing tools -...
Project SNOW | IT Customer Service
Swiss Re’s merge of 3 ticketing tools
Project SNOW | IT Customer Service
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Swiss Re’s IT Customer Service involved in serving the 13’000 internal customers
Historically grown out of the different regions and locations
Largely regionally organised and optimized
Key processes in scope of customer serving IT units: incident & problem management, request fulfilment, access management
~ 150 FTEs Helpdesks organised
according to “follow-the-sun” principle - overall 7x24 service
7’600 incidents per month 12’000 service requests
per month (Req for service and information)
14’000 events
~3000 users ~7000 users ~3000 users
Americas Europe Asia
We serve 13’000 internal customers in over 60 offices around the world
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Case for Change Business challenges faced within Swiss Re
– High diversity of processes, tools and vendors across the Service Delivery tool landscape
– Tool overlapping / alignment needs in different areas
– Service Strategy and Design are lacking tool support
– ITSM tool over-engineered, tool not fit for purpose
– ITSM Web front-end very weak – many user complaints
– Time to Market – small changes take ages
– Very complex ITSM set-up – not ITIL compliant
– Reporting almost inexistent No accurate data on our Service Delivery Performance
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Objectives To focus on content/business processes and not on infrastructure/
tool
To reduce the current application blue print by introducing one tool for many ITIL processes – Replacement of IET Solutions, Remedy, Lotus Notes DB’s and other home grown tools
To improve “Time To Market” and to gain flexibility
Reduction of IT infrastructure and costs through SaaS or ASP solution
Reduction of Help Desk Calls through improved self service capabilities
To enable the new Service Catalog/Level concept
To understand what the organization is delivering through reporting
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Scope
Incident Mgmt Problem Mgmt
Event Mgmt (ITSM)
Implement a business oriented new integrated solution for managing Service Catalogue together with Service Level Mgmt
Knowledge Mgmt
Service Level Mgmt
Request Fulfillment
Asset Mgmt
Integration
Migration Legacy
Reporting / Dashboard Communication
Training
Service Desk Interface, IM Process, PM Process, Tec Event Integration, Knowledge Management
Self Service HW/SW, Self Service Access Mgmt, IAM Integration, Self Service Portal, On/Off Boarding, Asset Mgmt (Workplace)
Integration: HW/SW Cat, SRE Asset, IAM, SRE Purchase, Account Mgmt, ODBC Connector, Tapir, Security, Self Service Legacy, Maximo, CMDB, SMS, Action Mgmt, CoC, L&H DB, other legacy IM&PM systems
User Communication, Training, Awareness Sessions, Lunch&Learn, Online Training, Planned&Unplanned Event Communication, User Personalized Portal, Survey, Reporting, Dashboard, Availability Mgmt Communication
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Tool evaluation & decision
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Tool evaluation Extensive Requirements Gathering – Key criteria's
– Time to market
– Easily configurable workflow capability
– ‘Out of the box’ ITIL v3 capability for the SR global ITSM processes
– Externally hosted > reduced infrastructure maintenance & operational costs.
– Enabler to focus on business process instead of tool development
Considered Tools – IET Solutions (existing system)
– IBM Maximo
– SAP
– Service Now
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Reasons why Service Now Time to Market
Out of the box functionality
Scalability
Phased approach possible
Reduction of Operational Costs
Ideal ITIL and process support
Good Reporting capabilities for free
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Project Facts, Figures and Result
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Project facts and figures Phased approach
– Proof of concept (March 09)
– Phase 1 Incident and Problem management Base, Service Desk ticket logging (July 09)
– Phase 2 Enhanced Incident Management to all IT units, Logistics ticket logging (August 09)
– Phase 3 Workplace Asset Mgmt (Dec 09) and fully integrated Self Service Portal (Feb 10) – 14’000 items in the catalog
– All SR Application and Infrastructure Access Products available through Self Service
– Many other services, like self logging, pw reset, loan services
– Phase 4 further enhancements (April 10)
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Results Expected
– One tool for IM, PM, RF, SelfService..
– Time to Market excellent
– Process support established
– Most of the project objectives achieved
Unexpected (side effects) – Massive increase of transparency
– We understand group wide what our Support organization is delivering to the customer
– Many new opportunities to use the tool discovered Improved Business Support
– Service Now is a platform not a tool
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Critical Project success factors
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Success Factors Be ready with your processes, aligned and know what you need
Stay as much as possible out of the box
Fast engineering works in straight forward areas, but don’t rely on it for complex and integrated solutions
Plan implementation resources carefully (lack of knowledge)
Get internal Security involved from day 1
Plan enough time, even time to market is brilliant
Start with a solid base and apply changes later
Gain many insights and new facts from using the tool and evolve later
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Lessons learnt
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Lessons learnt The tool is only as good as your processes and preparation work is
The tool is very flexible, therefore be continues of not extending the scope
Ensure sufficient implementation resources or ensure your teams are fully enabled before you start with the implementation work
It is in most of the cases straight forward to integrate into other systems, however plan sufficient time
You will discover the potential of the tool once you use it
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Thank you
Tomi Selak - Director | Service Now emea Executive Briefing | Customer Service
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